Job Description
Duties and Responsibilities To be conversant with all functions on the Call Logging System in relation to the logging and management of all calls received Responsible for receiving all calls for assistance with Data Quality/Training queries, ensuring all calls are processed promptly and inputted into the Call Logging System for the IT Training team Undertake first line assessment and resolution of calls, liaising with IT Trainers for support and second line support where appropriate To regularly update users, as necessary Clear all calls from the system with an accurate account of events, and ensuring the satisfaction of the user Be responsible for operating the Course Bookings and eLearning Portal (Moodle) to validate and resolve conflicting information. Administrate the eLearning portal, setting up users, enrolling users on courses, setting up assessments and updating course details. Informing the user of their username and password and explaining how to logon, ensuring they are aware of their security responsibilities Resetting system passwords Receive any queries for the IT Training Team in a polite and professional manner and pass to the appropriate team member Be responsible for uploading new and updated user information to Moodle ensuring that the IM&T Training Manager or Deputy IM&T Training Manager are informed of any problems relating to the uploading. Be responsible for ensuring that a record of conflicting user demographic details are maintained using Microsoft excel in order to audit and alert data quality discrepancies to the IM&T Training Manager or Deputy IM&T Training Manager to be resolved within SLAs.
Assist in maintaining the compliances and role mappings in Moodle for both WWL and our partner organisations Ensure that reports provided by our partner organisations on any discrepancies of user details are investigated and correctly accordingly. Responsible for undertaking audits on the Moodle to check for missing or incorrect user details and update accordingly. Support the data quality responsibilities of the IT Training team through the identification of data anomalies, provision of appropriate analyses and participation in investigations / audits; ensuring all issues are recorded followed up accordingly. Attend/participate in Trust training programmes, both within the department and with multi-disciplinary audiences.
Comply with all Trust and IT Services Policies and Procedures, especially those covering IM&T Security etc To develop good working relationships with users Planning and Organisational Duties Responsible for the organisation and prioritisation of own work schedules. To ensure that all procedures relevant to the post are comprehensively documented. Assist with and contribute to developing new working procedures Be required to visit other sites within the trust as part of their duties, and will occasionally be required to work outside normal hours in order to fulfil the business needs of the department. Log all calls (faults, requests for installations, training and user logon accounts) onto the Call Logging System, ensuring accuracy of information and categorisation, assigning appropriately and preparing any necessary documentation Triage all calls to ensure the call is assigned to the correct workgroup To monitor all calls with regard to the SLA and highlight any possible delays to the IM&T Training Manager/Deputy IM&T Training Manager To effect any manual back up procedure in the event of a failure to the Call Logging System Administration duties as necessary Communications and Key Working Relationships Be responsible for liaising with all disciplines of staff both internal and external to the Organisation e.g.
Ward Staff, Clinic Staff, Secretaries, GP Practices to gain clarification on user issues and support resolution Liaise and develop links with a range of departments and partner organisations. To work as part of a team and attend team meetings Receive any queries for the IT Training team in a polite and professional manner and pass to the appropriate team member if unable to resolve the issue Act as first point of contact for issues in relation to the eLearning Portal (Moodle) for WWL and its partner organisations. To develop good working relationships with users. Contribute to on-going development of IM&T by putting forward end user views on opportunities for enhancement Liaise and communicate effectively with system users, internal and external contacts as required Responsibility for Finance Responsibility for the appropriate use of IT equipment.
To alert the relevant staff to shortages of supplies and services that become apparent in the section to which assigned or generally within the department Responsible for using equipment appropriately and with care Use departmental resources in a cost effective manner Responsibility for Human Resources Adhere to Trust Policies, Procedures and Guidelines Ensure compliance with Mandatory training requirements in accordance with Trust Policy Compliance with Trust Policies and Procedures Compliance with the Data Protection Act 1998 and Information Governance the post holder is not entitled to use for their own benefit or gain, or to divulge to any persons, firm or other organisation whatsoever, any confidential information belonging to the Trust or relating to the Trusts affairs or dealings which may come to their knowledge during employment. Responsibility for Health & Safety Have an understanding of health and safety, ethical and legal issue Display a professional attitude at all times when dealing with the general public and colleagues alike Compliance with the Health & Safety at Work Act 1974 the postholder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions. Responsibility for Teaching Facilitate a supportive learning environment to enable all members of the team to develop.
Recognise and accept responsibility for own personal development To support developments that contributes to individual goals and to those of the department Standard Duties & Responsibilities The Trust operates a No Smoking Policy. Compliance with the Data Protection Act 1998 and Information Governance the postholder is not entitled to use for their own benefit or gain, or to divulge to any persons, firm or other organisation whatsoever, any confidential information belonging to the Trust or relating to the Trusts affairs or dealings which may come to their knowledge during employment. Compliance with the Health & Safety at Work Act 1974 the postholder is required to fulfil a proactive role towards the management of risk in all of their actions. This entails the risk assessment of all situations, the taking of appropriate actions and reporting of all incidents, near misses and hazards, and a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions.
Compliance with Trust Policies and Procedures including the Code of Conduct. Responsibility for all records (including patient health, financial, personal and administrative) that they gather or use as part of their work within the trust. The records may be paper, electronic, microfiche, audio or videotapes, x-ray images. Any other duties appropriate to the grade.
The range of duties and responsibilities outlined above are indicative only and are intended to give a broad flavour of the range and type of duties that will be allocated. They are subject to modification in the light of changing service demands and the development requirements of the postholder. Any other duties appropriate to the grade. The range of duties and responsibilities outlined above are indicative only and are intended to give a broad flavour of the range and type of duties that will be allocated.
They are subject to modification in the light of changing service demands and the development requirements of the postholder.
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